I too, am having this problem with my new Galaxy Watch Active that I actually returned and was given a new one. The problem persisted. As with the previous response, I was unable to clear the Cache/Data with the directions you gave as the 3 dots are not present. I was however, able to clear the Cache / Data from my phone through Gear Wear by clicking on Storage under About Watch and clicking on "Clean Now" . This however, did not solve the problem.
Although I am not an IT person, I do have some common sense. Yesterday, we went for a 4 mile hike - 2 of which were mostly uphill. My watch tracked floors flawlessly registering 74 flights of stairs. Thinking for some reason, my watch was "fixed", I returned home to find that even though I went up and down the basement stairs (14 in all) several times, my floor counter remained at 74! Now I don't think it takes a genius to see that since I was doing a steep climb during my hike and the counter worked properly, yet when I got home and did a normal flight of stairs, it didn't. Given this information, I would think that if you change the incline gradient to register for a less steep climb, then upgrade the system, your problem with the floor tracker would be solved.
Hope this helps and gives us a "fix" to this problem soon or I may be going back to a Fitbit that does properly track floors. Thank you!
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